in association with
insurancepeople
leader Fans’ fury “
Editor and Publisher
Andrew Newman
Consultant Editor
Brian Susman F
an’s fury as umpires stop play in the sun.” The headline greeting the customer relations disaster that took place at the Rose Bowl’s
inaugural Test Match on 18 June proved that cricket still has to recognise that it is part of the entertainment industry.
One would have thought the lesson had been rammed home by the Darrell Hair affair a few years ago at the Oval, when paying customers were left high and dry.
The more recent Rose Bowl incident witnessed the same disregard. A day blighted by showers endured by a patient house of 15,000 saw the umpires leading the players on and off the field all day, but inexplicably calling the tea interval during a sunny spell. Twenty minutes later when tea ended, it was raining again.
Commercial Director
Jeni Hall Editorial Andrew Newman
andrewnewman@talk21.com 01892 730539
Design & Production Adrian Susman
adrian@insurancepeople.uk.com 07981 993974
Commercial director Jeni Hall
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Production Director
Adrian Susman
It’s as if cricket believes that spectators are only there on sufferance, a mere hindrance to the rigid following of the rulebook.
●
“What does all this have to do with insurance and insurance people?”, you may ask.
Well, cricket isn’t the only industry that has yet to reach complete realisation that its future depends on a customer orientated approach. There are pockets of resistance in other sectors, one of them being not a million miles away. The summer soirée season is a breeding ground for anecdotal reports, and as indicated on page 4, so far this year the adverse insurance reports outnumber the gems about 3-1.
But there are some diamonds going the rounds. Just a pity the insurance industry doesn’t shout about the others a bit more loudly!
14 Replacement vehicles 15 Disability
considerations
16 Choosing a car hire partner
18 Loss adjusting Where have all the adjusters gone?
19 Market talk Plus! John Robson
12 ISSN 2043-9202
Insurance People is published monthly by Buttermere Wedge Publishing Limited.
While every attempt has been made to ensure that the information contained within this publication is accurate, the publisher accepts no liability for information published in error, or for views expressed. All rights for Insurance People magazine are reserved. Reproduction in whole or in part without prior permission from the publisher is strictly prohibited.
31 On the move Who’s going where?
19 John Robson to retire at LV= 20
Richard Webb warns of pitfalls in social marketing
33 On the Road JULY/AUGUST 2011 insurancepeople 1
Ernesto Suarez voices his ‘moment of truth’ for the car rental industry
18
20 Social marketing Beware the pitfalls
David Toser on loss adjusting ‘dumbing down’
21 Chartered Broker status
Circle Group say “Yes!” 22 News
2 Late news 4 Market talk
Special features – Car Rental 12 Upping service levels
www.insurancepeople.uk.com
July/August 2011 In this issue
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